Support and Warranty Information

One Stop Systems offers our customers several support options to meet the needs of every client.  This allows the client to choose the support structure to best fit their business size, type and SLAs with their end customers.  One Stop Systems reliability starts in design.  Our products offer data center level redundancy of the most failure prone parts such as power supplies, drives and fans as well as advanced remote monitoring capability via our integrated system monitors. 

Most of the basic components or Field Replaceable Units (FRUs) replace easily by the end customer.  To minimize service calls, FRUs can be stocked as spares.  In the unlikely event that a service call is required for parts other than FRUs, the client can choose from our basic return to depot warranty, a diamond level plan featuring 24/7 4-hour on-site service with a spare parts kit stocked at the client site or anything in between.

 

Our typical warranty on all One Stop Systems products consists of a two year, 10 hour a day, 5 days a week, phone support with a return to factory warranty (for full details, see the Standard Warranty tab).  This is our standard Bronze level support option.  Support hours are 7am to 5pm Pacific Time Monday through Friday.  The customer is responsible for shipping inbound to One Stop Systems and One Stop Systems pays for shipping back to the customer site.  One Stop Systems offers Bronze level extended warranties of one to three years at the following rates relative to the product purchase price.

 
  • One year extension: 5%

  • Two year extension: 7.5%

  • Three year extension (to a maximum of 5 years): 10%

In addition to the extended warranty option, for our 1U, 2U, 3U and 4U accelerator, server and storage products, we offer the following premium support plans which offer extended support hours and the option for various levels of on-site service.

 

Service Offerings:

One Stop Systems offers the following support options to meet your needs.   

 
Bronze Support
  • Basic “return to factory” service included in product pricing for warranty term of 2-5 years

    1. Support desk available 10 hours/day x 5 days/week from 7am to 5pm Pacific time

    2. Customer requests the RMA via our tech support department after troubleshooting with our techs

    3. Customer returns the unit to our office where we repair or replace the failed component and return the unit

    4. In warranty units follow our standard warranty terms, out of warranty repairs are quoted to the customer prior to repairs being performed.

    5. 2-3 week standard turn around on repairs*

Silver Support
  • 24x7 premium “return to factory” service for an extra fee during the warranty term

    1. Support desk available 24 hours/day x 7 days/week

    2. Customer requests the RMA via our tech support department after troubleshooting with our techs

    3. In warranty units follow our standard warranty terms, out of warranty repairs are quoted to the customer prior to repairs being performed.

    4. 1 week standard turn around on repairs*

Gold Support
  • 24x7 calls, Next Business Day on-site service for an extra fee upon system purchase

    1. Support desk available 24 hours/day x 7 days/week

    2. Customer requests service call via our tech support department after troubleshooting with our techs

    3. If service is required after troubleshooting, we will schedule a support visit for the next business day

    4. Parts ship to the closest service center for the support visit **

Platinum Support
  • 24x7 calls, 4-hour on-site service for an extra fee upon system purchase 

    1. Support desk available 24 hours/day x 7 days/week

    2. Customer requests service call via our tech support department after troubleshooting with our techs

    3. If service is required after troubleshooting, we schedule a support visit no later than the next 4 business hours

    4. Parts are available at the closest service center for the support visit***

Diamond Support
  • 24x7 calls, 2 or 4-hour on-site service for an extra fee upon system purchase

    1. Support desk available 24 hours/day x 7 days/week

    2. Customer requests service call via our tech support department after troubleshooting with our techs

    3. If service is required after troubleshooting, we schedule a support visit in the next 2-4 business hours depending on the customer location

    4. Parts are available at the closest service center or consignment on the customer site for the support visit***

Notes:

*Actual time to repair the system varies with the average being the sum of shipping time from the customer site to Escondido, CA (paid by customer), troubleshooting & repair or replacement time, ground shipping time back to the customer site plus any weekends or holidays.

**Calls received after 2pm Pacific Time may require 2nd business day morning support visits.

*** Available in/near certain major cities that can be found on the One Stop Systems support web site.  Business hours are 8am-5pm local time.  Requires one time set-up fee per supported location, with first system order for that location.

 

One Stop Systems warrants this product to be free of defects in material and workmanship for an initial period of 2 years from date of delivery to the original purchaser from One Stop Systems. During this period, One Stop Systems will, at its option, repair or replace this product at no additional charge to the purchaser, except as set forth in this warranty agreement. One Stop Systems will, at its option, repair or replace this product at no additional charge to the purchaser, if the defect is related to the One Stop Systems manufactured product, such as a power supply, backplane, other chassis components or CPUs. One Stop Systems is not liable for any defects in material or workmanship of any peripherals, products or parts, which One Stop Systems does not design or manufacture.  However, One Stop Systems will honor the original manufacturer’s warranty on these products. One Stop Systems will analyze the defective component and the customer will be charged only in the following instances:

 

• No problem found: $125 (U.S. dollars).

• Damage Due to Negligence or Mishandling: Parts and labor at $75 per hour with a $100 minimum charge (U.S. dollars). Receipt of damaged goods voids the One Stop Systems warranty.

 

Repair parts and replacement products will be furnished on an exchange basis and will be either new or reconditioned. All replacement parts and products shall become the property of One Stop Systems, if such parts or products are provided under this warranty agreement. In the event a defect is not related to the One Stop Systems manufactured product, One Stop Systems shall repair or replace the defective parts at the purchaser’s cost and deliver the defective parts to the purchaser. This limited warranty shall not apply if the product has been misused, carelessly handled, defaced, modified or altered, or if unauthorized repairs have been attempted by others. The above warranty is the only warranty authorized by One Stop Systems and is in lieu of any implied warranties, including implied warranty of merchantability and fitness for a particular purpose. In no event will One Stop Systems be liable for any such damage as lost business, lost profits, lost savings, downtime or delay, labor, repair or material cost, injury to person or property or any similar or dissimilar consequential loss or damage incurred by the purchaser, even if One Stop Systems has been advised of the possibility of such losses or damages. In order to obtain warranty service, the product must be delivered to the One Stop Systems facility, or to an authorized One Stop Systems service representative, with all included parts and accessories as originally shipped, along with the proof of purchase and a Returned Merchandise Authorization (RMA) number.

 

The RMA number is obtained, in advance, from One Stop Systems Customer Service Department and is valid for 30 days. The RMA number must be clearly marked on the exterior of the original shipping container or equivalent. Purchaser will be responsible and liable for any missing or damaged parts. Purchaser agrees to pay for shipping charges one way, and to either insure the product or assume the liability for loss or damage during transit.

 

Ship to: One Stop Systems

ATTENTION: RMA REPAIR DEPARTMENT

RMA ####

2235 Enterprise Street, Suite 110

Escondido, CA 92029